Call Center Live Calls

October 2018

Call Center Custom Call Recording

Pick and choose by area code which outbound calls get automatically recorded.

VoiceAI Halloween Emoji

Say "Halloween" on any calls and the emoji will be presented in your transcription.

Business Hours & Call Handling

Now, when updating your business hours and call handling preferences for office mainlines, departments and call centers click on Details to reveal the side drawer on the right-hand side.

Real-Time Recommendations Analitycs

See data on the overall volume of recommendations triggered.

Call Center support on Android.

This includes the duty toggle for agents, as well as call monitoring capabilities for supervisors.

CallerID preferences on Android

Select your preferred caller ID for each contact.

Contact Support

A new and improved intake formto let our Support team know the details of your issue and assist you faster! Simply navigate to our Help Center > Contact Us. Learn More.

Incoming Call Notifications

More information is now visible on incoming call notifications, including transfer paths and label for which phone number someone called in the event your Call Center, Department, or Main Line has more than one number.

Slack + Dialpad

July 2018

International SMS now available for US or Canada users!

SMS messaging from US and Canadian Dialpad numbers to international mobile numbers is now supported. Like international dialing, users will be charged by calling credits and can monitor their usage in the admin page.

Allow Agents to Pause/Start Recordings (Call Center)

Agents will no longer be able to make personal recordings for call center calls. Admins can give agents the ability to stop/start the recording.

Hold queue's for your personal calls and room phones

We now have the ability to enable hold queue for personal call and room phone in settings. The caller will now hear an IVR and put on the caller in a hold queue. Once a person or room phone is available the caller will get connected.

Automatic call recording? Now you can customize the greeting

If you've turned on automatic recording on your shared lines (Main Line, Departments, Call Centers), we now give you the option to record or upload your own custom call recording message.

Q2 2018

June 2018

Real-time voicemail transcription

Route to Operators in new ways

We've added new routing options for your Main Line and Departments, including Fixed Order, Round Robin, and Longest Idle.

Get a quick refresh in your app

We've added a refresh button to the top of your app so you can refresh it at any time to ensure you are always up to date!

Stop spam callers in their tracks

Anonymous spam calls are more than annoying, they're disruptive to the flow of your workday. With our new call blocking improvement, block one anonymous caller and we'll automatically block all anonymous calls moving forward.

Keep an 👀 on wrap up in Zendesk

We now expose your post-wrap-up time bar in your Zendesk widget with the ability to dismiss early and hop back on call.

May 2018

Plug in with Dialpad APIs

Manage users, test in a sandbox, and log calls in real-time with Dialpad's APIs. Dialpad offers enterprises an easy way to generate and store their API keys right from their Admin portal.

Protecting your data from anywhere

With GDPR now officially here, we've added the ability for Admins to review and accept our Data Protection & Processing Addendum. We've also added fields for you to add your EU Representative and Data Protection Officer.

Send it along with voicemail forwarding

Need to share a voicemail with a team member or even someone outside your organization? Now you can. Just navigate over to Inbox > Voicemails and select Forward from your drop-down menu to enter in your recipient's name and personalized message.

Share VoiceAI post-call summary and transcripts

We've added the ability for you to share your post-call summary and transcripts via a shared link. Check your latest post call summary for the link.

Make smarter calls with VoiceAI

With VoiceAI by your side, your team can capture real-time, actionable insights with features like live transcriptions, audio snippets, and sentiment analysis.

Toggle between additional numbers

If you or your contact have more than one number listed, you can now toggle between which number you call to and call from.

Q1 2018

March 2018

Need a practice run? Try Dialpad Sandbox

With your Dialpad Sandbox account (available for Dialpad Enterprise plans), Admins can test out different APIs in a safe environment before finalizing in the live version.Actionable insights you can count on

Better insights right at your fingertips. With the Domo Connector & QuickStart App for Dialpad, actionable insights are just a click away.

Flag it for later

Need to save a message for later? Now you can by flagging individual messages in your conversation view.

Call Centers, reinvented

Say hello to the modern age of call centers, all from the same platform powering Dialpad and UberConference.

All your favorites, all in one place

VIPs. MVPs. BFFs. Whatever you call them, you can now favorite contacts in Dialpad for faster, easier access.

Build strong IT management from anywhere

With Dialpad + ServiceNow, teams can automatically log calls, voicemails, and recordings to their ServiceNow portal. That means one central place for all contextual information (and less app swapping).

January 2018

Build stronger customer experiences with Dialpad + Zendesk

From the first phone call to the last ticket, Dialpad + Zendesk are reinventing customer service with voice, video, messages, and meetings from anywhere. Learn how to integrate Dialpad + Zendesk.

Echo? Funky? Drizzle? Pick your new ringtone for HD calls (Android)

Whether it's smooth jazz or a funky trombone solo, Android users can add a little personality to their business calls with our new ringtone menu for inbound HD calls. Find these options in your Android settings.